ComplaintsforMassage Envy

• Initial Complaint

  03/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them to cancel my membership because I was no longer going and they were automatically charging my bank account. I called them to ask for a cancellation and they said their manager would call me back. They never did and I sent them a cancellation form. After I sent them a cancellation notice from the office on ***************** in ********* to the office in Brentwood, they ignored it and continued to charge me. Then when I tried to contact them by phone they would hang up on me because they knew I was cancelling. I would like a refund for the time theyve been ignoring me because this has cost me a lot of money for their poor communication.

  Business response

  03/20/2023

  Currently the client's membership is cancelled. We spoke to her about it on 3/10/23. On that date she had one payment pending in the system. Unfortunately once it is pending we are unable to change anything about the payment. We do not process cancellation forms at this location until we speak to the client about it to prevent any future customer service issues. Some people do not listen to their voicemails and we want to make sure they know how long they have to use any membership massages on file. Below is a timeline of communication with the client.

  2/24/23:  Received unsigned cancellation form via text from the General Manager at ******************** location. This was sent to the General Manager's personal cell phone and she had already left for the day. She planned to be back on 2/26/23 to call and discuss with client.

  2/25/23:  Client called into the Cool Springs location to see if they had sent over the cancellation form from ******************** location. Since the General Manager was not there that day, they emailed her a new cancellation form to get the process started.

  3/1/23:  Received cancellation form from client. Client signed it at ******************** location. General Manager left client a message to go over the dates of the cancellation form. We did have to contact ******************** location twice to get the form sent over to us. 

  3/2/23:   General Manager left client a message to go over the dates of the cancellation form. 

  3/3/23:  General Manager left client a message to go over the dates of the cancellation form. 

  3/6/23:  General Manager left client a message to go over the dates of the cancellation form. 

  3/7/23:  General Manager left client a message to go over the dates of the cancellation form. 

  3/9/23:  General Manager left client a message to go over the dates of the cancellation form. 

  3/10/23:  Spoke to client in regards to her cancellation form. Set everything to cancel on 5/19/23 and let her know she has until that date to use anything on file. Also let her know the payment from 2/17/23 is showing as pending, so unfortunately we are unable to change anything about that payment. Since her membership is already cancelled, we believe we handled the client issue to the best of our ability. 

  Customer response

  03/29/2023

   
  Complaint: 19621622
  
  I am rejecting this response because: the response was falsifying their communication statements and I had to show up to their location in *********, ** to get them to cancel it. 
  
  Sincerely,
  
  *************************

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